A aplicabilidade da Gestão da Qualidade Total no serviço público: um estudo voltado à criação do Sistema Integrado de Gerenciamento Documental (SIGD) na Secretaria Municipal de Educação de Manaus

Abstract

This research analyzes the production, organization and the information and documental flow of Institutional Archives of the Municipal Board of Education from Manaus - SEMED/PMM (Protocol, Functional Register and Central Archive) from the use of strategic tools of Total Quality Management - TQM. The study was developed in the application of quality tools (PDCA, CCQ and Graphical Pareto), with the aim to analyze, to evaluate and optimize the production and management flows of the documentation and the levels of the informational management. On the methodological field, the analisys content and the survey indicators were obtained through the data and information capture generated by institutional softwares (Protocols and File Systems – SIPAR and the Protocol Integrated System – PROTUS), whose analysis were based on the study of Archivometrics. Lastly, obtained as final product the presentation and conception, in early stage, of the Integrated Documentation Management System (IDMS), with the intention to collaborate to the improvement of services offered by the Institution about the access to the Institutional public documents.